- [Instructor] The HappySignals Global
IT Experience Benchmark report
found that outsource service desk
are catching up with internal ones.
How do we find out what best of breeds
outsource service desk providers are doing
and do some of that ourselves?
Let's have a look at that now.
One reason that outsourced service desks
are catching up is that they often have better processes
than in-source service desks for using experience data
in their daily work.
So how do we keep pace?
How do we integrate experience data into our daily work?
One way is through persona-based engagement.
Ideally, when users interact with us on all channels,
we engage with them in a way that only includes things that
apply to them and leaves out things that don't.
Staging persona-based experiences embeds experience data
into how we work.
One facet of persona-based engagement is how we engage users
with user-facing assets.
So for example, if they're manufacturing users
and they go to our portal,
and only see apps and knowledge articles that apply to them,
they won't have to wade through stuff for office workers
that doesn't apply to them.
This is user-facing, persona-based management.
The other half of the engagement is only IT staff side.
This can be done by tailoring the agent workspace
to be persona-based.
So for example, when a service desk agent
starts chatting with a user,
the agent's workspace, what's displayed and what's not,
should be driven by what applies to that user's persona.
Visible management is essential to integrating
experience data into daily work.
Everyone must see the status of tasks,
of how work is flowing,
of how we're doing against key metrics
within their interfaces and on shared dashboards
to make use of it.
Also, don't forget to use the inbuilt dashboards
and reporting tools from other tools like HappySignals,
Nexthink, and Aternity, Callminer, and Qualtrics.
Consider integrating the data from them
into whatever core ITSM tool you have, like ServiceNow,
or into a business intelligence tool like Power BI,
to bring a fuller picture of the total experience into view.
One crucial must do is to capture user happiness
across interactions on all channels.
To do this, you must embed sentiment capture
on all channels, using a tool like HappySignals,
avoid situations where you're capturing sentiment
on a subset of channels like voice and live chat,
and leaving sentiment capture out on other channels
like bot, portal, and IVR.
Integrate TX data from endpoint management tools
like Nexthink, to get an even fuller view of experiences.
A user won't be happy if their boot time is long,
if their battery life is poor,
if their device crashes often,
if the key applications they use every day are slow,
even if they give you a five out of five,
when they call your service desk.
Integrate UX data from apps and web properties
that come from a tool like a Aternity.
Users won't be happy with their experiences
if your website and apps are ugly and clunky
and they crash and perform poorly often.
Or if it takes a thousand clicks to do anything on them
or what they use every day isn't front and center for them,
even if they do give you a five out of five,
when they call your service desk.
Call quality data from tools like Callminer
is another rich source of insight into experiences,
so make sure you integrate that to,
to give you that fuller picture of experiences.
Your HR department has likely stood up an
employee experience management system, like Qualtrics,
to capture worker's perceptions about their journeys
through all the touch points at your company,
perceptions that they have about your physical workspace,
culture, and technology for example.
Integrate this to, to bring a fuller picture into view
of the experience.
You can get a great feel for how to modernize your help desk
by looking at what the best in class
outsource service desk providers do.
Companies like Tata Consultancy Services or TCS,
YPro and ACL, but be sure to double check
who the leaders are as the leader board does change.
You can gain insight into this from publications
of analyst firms like Gartner, Forrester, and IDC.
Look at the websites
of best in class service outsource providers.
How did they position their services?
What did they say
are their core services, underpinning processes?
What channels do they use?
What technologies, what did they say differentiates them?
Review the websites of best in class providers
against what you do to highlight gaps in your services,
your skills, processes, technologies, devices, and channels,
so that you can address them.
Look at the job postings for leaders.
What positions are they hiring for?
How do they position their services?
What skills are they seeking?
What technologies and devices and channels do they want
people to be familiar with?
What processes and tests do they want performed?
Analyzing even a few job postings will give you a feel
for what best in class providers are doing,
and a good basis for seeing your gaps in services, skills,
processes, technologies, devices, and channels,
so that you can address them.